uefa.tv live stream not working

[stevefowell]

uefa.tv live stream (of u-21 euros matches) just shows a continuous spinning wheel, both on the website on my laptop and on the app on Android 11 phone. Other uefa.tv videos (such as match highlights) stream ok. I have a Sagemcom 5364 router. 

I have tried other wifi, such as from a hotspot from another mobile and using my son's router (which isn't TalkTalk). Both these streamed the live action with no problems.

Any ideas?

Thanks

Steve

[Michelle-TalkTalk]

Hi,

Thanks for the update. So just so I'm clear, when Kidsafe is switched on you can't access the site at all, even when the site is added to the inclusion list, but If you switch KidSafe off, you can access the site immediately?

Thanks

[stevefowell]

Hello Michelle

I have been using Kids Safe for ages.

The following website categories were blocked :

Gambling
Pornography
Suicide and Self-Harm
Weapons and Violence
File Sharing Sites
Games

I had no individually blocked websites and I had also individually allowed uefa.tv.

There were no messages to tell me that the live stream had been blocked either.

I would like this to be investigated by TalkTalk as Kids Safe has clearly not operated correctly in this instance. As I would like to be kept informed of the outcome I will raise the issue with concerns@talktalkplc.com and, if I may, refer to this post in my email.

In addition, if you would like to test this yourself, the next live matches are on Saturday at 17:00 and 20:00.

Regards

Steve

[Michelle-TalkTalk]

Morning,

Thanks for the update. What category was it blocked under? Have you only just switched KidSafe on or have you been using this for a while?

Thanks

[stevefowell]

Hi Michelle

I had an idea. I switched off Kids Safe settings and the England match is now working!

But why?

I had previously thought about Kids Safe so I had added uefa.tv to allowed sites but this didn't change anything.

This is a live football match. The other videos on the site play ok. So Kids Safe is blocking a live stream but not on-demand from the same site. And why block football? And why is it blocking anyway with the uefa site selected as being allowed?

I didn't even know that Kids Safe blocked the usage of Android apps.

So, any thoughts about what is going on here?

Thanks again

Steve

[stevefowell]

Hi Michelle

Ok, I left the router switched off for 2 hours this afternoon. The England match is now being played but I have the same problem. 

If you have an Android phone it is easy to register free for uefa.tv so you could try this yourself if you have a connected TalkTalk router!

All that uefa.tv are doing now is just asking me to send a screenshot and confirm that I have the latest software on my phone.

Thoughts?

Thanks

Steve

[Michelle-TalkTalk]

Good afternoon,

Ok thank you. Hopefully the 30 minute router power down will help as this will clear the current session.

Thanks

[stevefowell]

Thank you for coming back to me Michelle.

I also had a chat with your team last night and they checked my broadband and found no problems. 

I will however now switch off the router for the next hour.

The next live match is at 5 o'clock tonight so I will try again then. I will update you after that.

I have also reported this problem to uefa.tv. but they are none the wiser. They thought my IP address might have been "blocked", whatever that means, but they checked it and found it ok. 

This is one of those situations where it is not apparent with which company the fault lies. Presumably uefa.tv also uses a third party content delivery network for their live streams where also the problem might lie. I'd like to ask you what your thoughts are on that if I may? I have asked uefa.tv about this but so far they haven't responded with an answer.

Thank you for helping me with this.

Regards

Steve

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. Could you try powering down the router for a full 30 minutes and then retest again please as this will reset the current session.

Thanks

[stevefowell]

Additional information - I watch Sky Sports and BT Sports live streams with no problems.